Payment, Refunds and Exchanges
Last Update on October 1, 2020, at 12:00 AM
- IF PRODUCTS ARRIVED DAMAGED OR NOT AS DESCRIBED
If product arrived damaged or not as described, please send us some photos of the damaged items and we will replace the order by shipping new products or refund the orders in full.
- IF YOU NEED TO RETURN THE PRODUCTS FOR ANY OTHER REASON OTHER THAN THE ABOVE
If you’re not happy for any reason other than the above, you may return eligible Mooielight items within 30 days of receiving the order back to our warehouse in China, provided that the items are unused and in original condition, including all original packaging. Please note this does not apply to orders that have been customised.
Customer pays the cost of the return shipping and also the cost of the original shipping cost valued at 30% of the entire value of the order. Once the order has been shipped back to us, we will refund 70% of the entire order value.
All returned items must meet the terms of our return policy, or they will be sent back to you at your expense.
If you’d like to return your order, please email us at [email protected]
We are certain that you will adore your Mooielight order when it arrives, but if you don’t for any reason, please just drop us a quick line via our contact us page or just reply to the shipping update emails and we will make it right.
Eligible partial/full refund & replacement
– Any item not in its original condition, which means damaged or missing parts for reasons not due to our error.
– Any item is different from the item’s description.
– Any item returned to the sender without being delivered.
– Any item hasn’t been delivered within 90 days.
All the cases above will be eligible for the partial/full refund and replacement.
Misinterpretation of product listing despite clear indications for non discounted items.
Canceling orders is only possible within 4hours after order confirmation. After this time, we cannot provide a refund. (Sometimes, if the order hasn’t been shipped, we may available to cancel your order, so please contact us if you haven’t received the shipment confirmation.)
Our policy lasts 30 days. If 30 days have gone by since you have received your item according to your tracking number, unfortunately, we can’t offer you a refund or exchange. You must reach out with an inquiry within this time window to be eligible for a return or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Our Returns Process
Step 0: Read our return policy above to determine whether your order qualifies to be refunded/returned.
Step 1: Submit an inquiry including your reason for return at [email protected]
Step 2: We confirm the refund amount you qualify for depending on your reason for return and items in your order.
Step 3: We provide the return address and shipment labeling instructions. If you do not follow our instructions, we cannot give you your refund.
Step 4: You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels. Please print out your order confirmation email and include it in the returning package.
Step 5: Notify us via email that you have sent your return and provide us with your tracking number if applicable.
Step 6: We will process your return within 3-5 business days of receiving your returned items.
Refunds (if applicable)
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us: